Not enough people talk about the consequences of a good NPS score. I mean, have you even considered the kind of attention that success could attract? First, you’ll have to serve a constant stream of new customers referred by your advocates. Next, you’ll have to accept invites to industry events and deliver captivating keynotes. Then, […]
Seasonal contact center employees step into strange circumstances. They realize they have a lot to learn, but they also know they won’t need any of that knowledge in a few months. They see that their employers clearly need them, but they also sense that their colleagues not-so-secretly resent them. And even though they vow not […]
Aircall customers have always enjoyed the ability to assign multiple employees to a single phone line — or multiple phone lines to a single employee. But as they continue to add more staff, managing every employee assignment on an individual basis becomes a real headache. That’s why we’re excited to announce our TEAMS feature. What’s […]
Do you have abandonment issues? Wait. Sorry. I should probably specify what I’m asking here. Do customers abandon your phone support lines more frequently than you’d like? Okay. Good. Now that we all know we’re in the right place, let’s talk solutions. Because unlike some metrics, call abandonment rate is one number managers can influence […]
There is no symphony of music sweet enough or sequence of messages smart enough to make 20 minutes of queue time feel acceptable to your customers. In fact, two out of three will hang up the phone if a human hasn’t responded to their call within two minutes. And you don’t need me to explain […]
The largest gathering of service professionals in the world takes place in the exact location most of them would never want to be: an enormous sales conference. That alone tells you all you need to know about the quality of customer service programming at Dreamforce. But with an agenda and attendee list growing larger every […]
Nobody likes to be misunderstood. It’s a painful personal experience that can leave us feeling anything from anger and frustration to isolation and depression. That’s what makes empathy so powerful. A tiny dose of understanding, delivered at the right time, can save someone from sliding into despair and pull them closer to contentment. Customer service […]
A customer who chooses to call your support team has already told you one thing before ever opening their mouth. They want a rapid resolution to whatever is on their mind. If a fast and final answer wasn’t their priority, they might be content sending an email, starting a chat, or studying your self-service portal […]
Listen in on a couple of your support agents commiserating over coffee and you might hear phrases like “irritating,” “infuriating,” or “impossible to work with.” If they’re referring to a difficult customer, that’s nothing to be too concerned about. Everyone deserves a chance to vent after a stressful stretch on the phone. But if they’re […]
Corporate finance teams tend to view customer support as a cost saver at best and a cost center at worst. But if they look beyond those bottom-line concerns, they’ll also see a strong link to top-line growth. These customer support statistics tell that revenue-related story. Poor Customer Support Stalls Growth Nothing scares away future revenue […]
Despite the growing prevalence of alternative channels such as live chat or social media, the phone channel remains a staple. When customers need support, they want it to be easy, quick, and efficient regardless of the channel. Support teams must offer a seamless experience across channels and meet customers exactly where they are. Customers themselves […]
Prologue It was the best of times, it was the worst of times, and it was 2:24 PM when the two customer support calls were placed. They made their way through office phone systems, through two headsets and fell on two sets of ears. Two agents picked up, gave their names, and listened to two […]
Mention, a media monitoring software company, has been using Aircall’s VoIP phone system for more than three years. Founded in 2012, Mention rapidly acquired over 650,000 customers. The platform helps companies track their web and social media presence and draw analytical insights. Thanks to Mention, marketing leaders can evaluate their brand’s reputation and influence alongside […]
What gives your company its competitive advantage? Inside most organizations, the assumed answer still falls into one of these four categories: Superior products Cheaper prices Smarter promotions Better placements But as marketers debate which of The 4 Ps will deliver their big break, the marketplace is pointing toward an inconvenient truth: Sooner or later, every […]
Today’s marketplace doesn’t tolerate poor customer support. Bad news travels fast in the digital age, and your customers likely have more alternatives and fewer switching costs to consider than ever before. For this reason, strong customer support has emerged as a greater differentiator than price for businesses looking to stand out in the eyes of […]
Contrary to what your sales team might be chanting as they uncork that bottle of champagne, a customer’s loyalty isn’t won when they sign up for your service. Relationships can quickly sour if customers fail to see value in your solution, find it too difficult to use, or simply lose interest. In era when one […]
Since 2004, iotum has been building and acquiring a versatile suite of communication tools fit for businesses of all sizes. Its flagship product, FreeConference.com, offers video conferencing, international dialing, call recording, and screen sharing features. In order to better serve its diverse clientele, iotum uses Aircall’s cloud-based phone software because of its simplicity, flexibility, and […]
It’s summertime, and the living is easy. Unfortunately, the peril lies in taking it a little too easy. The summer months mean a change of rhythm for many businesses: some see their activity increase, but most notice a summer business slump. In fact, a Captivate study finds that overall productivity dips by 20% during the […]
The phone system for modern business
